Somerset Council
Customer Service Advisor (Specialist)
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Customer Service Advisor
Salary: Grade 13 – ranging from £25,989 to £28,142 per annum
Closing Date: 6 August 2026
Posts can be based in either our Yeovil or Shepton Mallet office.
As a Customer Service Advisor you will be the first point of contact for residents, carers, professionals and partner organisations, delivering responsive and professional support across telephone, webchat, email and face-to-face channels.
Supporting a wide range of Somerset Council services, you'll help customers access the right support at the right time, handling complex and sensitive enquiries with empathy, resilience and sound judgement.
Working for Somerset Council means being part of an organisation that values professionalism, inclusion and continuous improvement while making a real difference to local communities.
Role Summary
The Customer Service Advisor plays a vital role in ensuring customers can effectively access Somerset Council services through accurate, timely and professional responses. Working across a broad range of service areas, you will manage a diverse range of enquiries, many of which are sensitive, complex or require careful assessment and decision-making.
By resolving enquiries at the first point of contact wherever possible, identifying risks, signposting appropriately and supporting vulnerable individuals, you will directly contribute to positive customer outcomes and efficient service delivery.
What You'll Do – Key Responsibilities
- Act as the first point of contact for Somerset Council services.
- Handle enquiries across telephone, email, webchat and face-to-face channels.
- Assess customer needs and provide accurate information, advice and guidance.
- Manage complex, sensitive and potentially emotive customer interactions.
- Support customers with enquiries relating to any service provided by Somerset Council, including Revenues & Benefits, Housing, Waste, Planning, Transport, Highways and many more.
- Identify risks and ensure customers are directed to the appropriate service where necessary.
- Accurately record and maintain customer information in line with council policies and data protection requirements.
- Use a range of systems and digital tools to manage enquiries and service requests.
- Work collaboratively with colleagues, service teams and partner agencies to resolve customer issues.
- Promote digital self-service options where appropriate.
- Contribute to service improvement by identifying trends, issues and opportunities for enhanced customer experience.
- Support face-to-face Customer Service points as required.
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What We're Looking For – Knowledge, Experience and Skills
We are looking for individuals who are passionate about delivering excellent customer service and who can confidently support customers through a range of complex and sensitive situations.
You will have:
- Excellent customer service skills, demonstrating empathy, patience, understanding and kindness.
- Strong verbal and written communication skills, including an excellent telephone manner.
- The ability to adapt your communication style to meet the needs of a wide range of customers.
- Sound judgement and decision-making skills, particularly when handling sensitive, safeguarding or welfare-related concerns.
- Confidence and resilience to manage difficult, challenging or emotional conversations professionally.
- Experience of working in a busy customer-focused environment, handling a high volume of enquiries across multiple channels.
- Strong organisational skills and the ability to prioritise effectively in a fast-paced environment.
- Good digital and IT skills, with the confidence to learn and use multiple systems and technologies.
- The ability to interpret information, identify customer needs and provide appropriate solutions.
- A positive, calm and professional approach with strong problem-solving abilities.
- An understanding of the importance of confidentiality and data protection when handling customer information.
- The ability to work effectively both independently and as part of a team.
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Additional Information
- 28 days annual leave, plus bank holidays.
- Hybrid working available following successful completion of training.
- Ongoing training, support and regular coaching.
- Opportunities for career development and progression.
- Working hours: Monday to Friday, between 8:30am and 5:00pm.
Please note: We are unable to offer sponsorship for this role
For an informal chat about the role, please contact Harry Parsons, Service Delivery Manager at harry.parsons@somerset.gov.uk
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